Customer Service Manager - Order Fulfillment

Danaher Corporation Overview

Beckman Coulter Overview

Job Description

Job Requirements Include

• Oversee daily Customer Service operations to ensure optimal performance, efficiency, and service quality.
• Lead, coach, and mentor Customer Service Associates, fostering a collaborative, high-performance, and development-driven environment.
• Continuously review, map, and improve departmental processes to enhance efficiency, productivity, and compliance.
• Implement and manage Daily Management tools, including backlog monitoring and revenue recognition analysis.
• Collaborate closely with Commercial, Operations, Planning, Logistics, and other cross-functional teams to support business growth and continuous improvement initiatives.
• Support commercial forecast accuracy by providing informed estimates throughout the reporting period.
• Process purchase orders from NUPCO, channel partners, and direct customers within the assigned region when required.
• Ensure timely and accurate invoicing, including management of monthly billing cycles.
• Maintain clear, proactive communication with customers regarding order status, delivery timelines, inventory availability, and backorder situations.
• Respond to customer inquiries related to pricing, product availability, delivery schedules, order status, warranties, and discontinued products.
• Coordinate with the Planning team to ensure timely stock availability and optimal allocation from internal warehouses.
• Maintain and regularly update multiple pricing lists.
• Conduct customer site visits to better understand operational needs and order management requirements.
• Work closely with Finance and relevant stakeholders to monitor credit status and ensure compliance.
• Ensure adherence to export control regulations and international trade compliance requirements.
• Ensure departmental compliance with company policies, business conduct standards, and service level agreements.
• Guarantee that all order and inventory transactions are processed accurately and in line with agreed service standards.
• Proactively identify and resolve issues impacting customer service quality, efficiency, and team productivity.
• Coordinate with the Logistics team to track billing, deliveries, and sales performance against targets.
• Undertake additional responsibilities as required by Commercial leadership and senior management.

Qualifications And Education Requirements

• Bachelor’s degree in Business Administration, Supply Chain Management, Logistics, Operations Management, or a related field (or equivalent).
• Minimum 5–10 years of experience in customer service, order management, supply chain, or operations.
• 3–5 years of proven leadership or people-management experience.
• Strong knowledge of order-to-cash processes, supply chain operations, and export control / international trade regulations.
• Proficiency in ERP, CRM, and Order Management Systems (e.g., SAP, Oracle, or equivalent).
• Solid understanding of forecasting, inventory management, backlog control, and revenue recognition principles.

Preferred Skills

• Previous experience in Healthcare, Diagnostics, Medical Devices, or other regulated industries.
• Saudi National as per local regulations
• Demonstrated ability to apply continuous improvement methodologies (Lean, Kaizen, Six Sigma mindset).
• Strong analytical and numerical skills to support order processing, invoicing accuracy, forecasting, and data analysis.
• Excellent organizational and prioritization skills, with strong attention to detail.
• Ability to manage multiple priorities in a fast-paced environment while meeting strict deadlines.
• Highly flexible and adaptable, able to respond effectively to changing business demands.
• Strong communication and stakeholder-management skills, with the ability to collaborate across functions and levels.
• Fluency in English required; Arabic proficiency is a strong asset.
• Positive, proactive, and solution-oriented mindset with a strong sense of ownership and accountability.

Additional Notes